Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a Customer Success Specialist on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering personalized, multilingual support to our highest-value customers worldwide. You'll own customer interactions from first contact through resolution, combining deep product knowledge with an investigative approach to eliminate friction and strengthen trust in Coinbase.
What you'll do:
- Own end-to-end resolution of Premium customer inquiries across phone, messaging, and email, proactively mitigating issues and collaborating with subject matter specialists to resolve cases with urgency
- Investigate root causes of critical customer issues using data and customer feedback, driving actionable improvements that eliminate recurring defects in the customer experience
- Identify customer needs before they escalate by monitoring account signals, simplifying workflows, and guiding customers to features, services, and products that match their profile
- Build and maintain deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, equities, derivatives, and futures, to advise customers with confidence
- Partner with international and regional teams on ad-hoc projects that improve Premium customer operations and support quality across markets
Required Skills and Experience:
- 2+ years in a customer service or support role working directly with high-value or premium-tier customers in financial services, crypto, or technology
- Proficiency in English with the ability to read, write, and communicate complex product concepts clearly across phone, email, and messaging channels
- Foundational knowledge of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures sufficient to troubleshoot customer issues independently
- Willingness to work rotating shifts and weekends to support 24/7 global Premium customer coverage
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Job ID: P76462
Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- Application Limit: Candidates may submit a maximum of 4 applications per 30-day period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
- AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.
Skills Required
- 2+ years in a customer service or support role working directly with high-value or premium-tier customers in financial services, crypto, or technology
- Proficiency in English with the ability to read, write, and communicate complex product concepts clearly across phone, email, and messaging channels
- Foundational knowledge of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures sufficient to troubleshoot customer issues independently
- Willingness to work rotating shifts and weekends to support 24/7 global Premium customer coverage
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
What the Team is Saying
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Coinbase Compensation & Benefits Highlights
How does Coinbase ensure its pay and bonus plans are competitive?
Coinbase uses a market-driven, pay-for-performance approach to keep pay and bonus plans competitive. Coinbase regularly benchmarks roles against leading technology and fintech companies using external market data and reviews its compensation programs on a recurring basis to ensure salary, bonus, and equity remain aligned with the broader market and business goals. Annual bonus and equity programs are tied to both company results and individual impact, so when Coinbase and its people perform, total rewards reflect that performance.
Coinbase Insights
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
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Coinbase Teams
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Remote Workspace
Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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